PODCAST · technology
VUX World
by Kane Simms
Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more. We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly. “One of the most consistently insightful and deeply respected podcasts in the industry” Bradley Metrock, Score Publishing Hosted on Acast. See acast.com/privacy for more information.
Episodes
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Exclusive: Inside Automation Anywhere’s boost.ai acquisition plans
Automation Anywhere has agreed to acquire boost.ai. What could that mean for customer experience, personal AI agents and the autonomous enterprise?In this exclusive interview, Kane Simms speaks with Jerry Haywood, CEO of boost.ai, and Ankur Kothari, co-founder and COO of Automation Anywhere…
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What does it take to make a voice AI agent reliable?
Reliable voice AI comes from rigorous testing and evals, and Rohan Vasishth from Bluejay sees trust as the fundamental bottleneck holding back enterprise deployment. Rohan is Co-founder and CEO of Bluejay, which tests and monitors voice and chat AI agents for companies including Google and...
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Keeping control of your AI agents
Stacey Kyler and Guy Tonye of Zammo return to the show for the first time since 2021. Back then they were building for Google Assistant, Alexa and Cortana. ChatGPT arrived soon after and reshaped what customers expected. They cover the move from NLU and diagram flows to agentic systems, why...
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The two things contact centres have been missing until now
The contact centre holds a record of almost every customer interaction. Every conversation carries a signal about why customers are calling and what is behind it. Processing those conversations at scale took the power the contact centre never had before. Ping Wu, CEO of Cresta, joins us to work...
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From chatbot to voice AI: what changes?
Voice AI is the channel everyone is talking about in 2026. One of the biggest things slowing it down is often already sitting inside your stack. In this episode, I’m joined by Endre Davids from Seamly to explore what really happens when businesses take an existing chatbot and move it into the…
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Cobus Greyling: why intents, graphs and conversation design have come full circle
I'm joined by Cobus Greyling, AI evangelist at Kore.ai, for a wide-ranging conversation on where enterprise AI actually stands today. We explore why many of the ideas now being presented as breakthroughs, from graph engineering and orchestration to intent detection and state management, have deep...
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From answers to actions: building better government AI
Plenty of AI assistants can answer the question in front of them. Fewer can work out what someone is actually trying to do and help them do it. In this episode, we're joined by Pete Kowalczyk, AI Conversation Designer at the Government Digital Service (GDS), to talk about designing AI experiences...
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How Simplyhealth scaled voice AI to resolve 30% of calls with Paul Atkins
Almost a third of Simplyhealth's incoming calls are now resolved by AI, and email handling time has fallen from 12 minutes to 2. The company is achieving those gains while maintaining the service standards that placed it 31st in KPMG UK's Customer Experience Excellence report. In this episode,...
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Inside the platform enterprises use to build AI agents with Rasmus Hauch, CTO at boost.ai
Safe, reliable, production-ready AI agents don't come from the model. They come from everything built around it. Rasmus Hauch is CTO of Boost.ai, one of the enterprise platforms banks, insurers and public sector organisations use to build customer-facing AI agents. His work sits one layer below...
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How ING is building the instant mortgage with agentic AI
A traditional mortgage can take weeks to process. Every application moves through rounds of document requests, condition checks, and broker queries before a decision is made. ING is using agentic AI to change that. In this episode, Bahadir Yilmaz, Chief Analytics Officer at ING, explains how one…
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From TOBi to Super TOBi. Vodafone's AI Evolution with Jordan Anglin
In this episode, recorded at the CCW UK Summit, we’re joined by Jordan Anglin from Vodafone to explore the company's approach to customer experience and how AI supports faster, more seamless issue resolution across digital and human channels. Jordan explains how Vodafone combines its AI…
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Turning AI hype into real customer value, with Simplyhealth and EdgeTier
We recorded this episode at the CCW UK Summit in May, capturing some of the key conversations shaping customer experience, service and AI. AI is everywhere in customer experience, yet few organisations are turning that excitement into measurable business outcomes. We're joined by Paul Cuglietta,...
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How the company behind Uswitch and Money.co.uk uses AI to resolve up to 70% of customer conversations with Anna Fedorchuk, RVU
When you switch off your call centre, AI has no safety net to fall back on. RVU did exactly that, building an AI-first customer operations function that serves millions of UK consumers. In this episode, we’re joined by Anna Fedorchuk, Customer Operations Manager at RVU, the company behind brands...
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Omotenashi: Japanese concept of hospitality and what CX teams can learn from it with Daniel Orenes Ferrández, Uber
Japan has one of the lowest average NPS scores in the world, and the reason is cultural: Japanese customers expect more. Daniel Orenes Ferrández, Senior Manager of Customer Experience at Uber, discusses Omotenashi, the Japanese philosophy of anticipating customer needs and apologising sincerely...
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The trust layer banks need for an agentic future with Mathias Fanschek, Raiffeisen Bank International
What happens when customers stop opening banking apps and start managing their finances through AI assistants? In this episode, we sit down with Mathias Fanschek, Head of Digital Transformation and Retail Strategy at Raiffeisen Bank International, to explore how one of Europe's largest banking...
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What most companies get wrong about voice AI with Henry Vaage Iversen, boost.ai
We sit down with Henry Vaage Iversen, Co-Founder and CCO at boost.ai, to explore why voice AI is finally reaching mainstream deployment across banks, insurers, telcos and other regulated industries.We dig into what's changed in the technology, why phone volumes continue to rise and how large...
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How PolyAI built a voice AI model that handles millions of customer calls with Nikola Mrkšić, Co-founder and CEO
Five years after his first appearance on the podcast, PolyAI CEO Nikola Mrkšić returns to VUX World to discuss how conversational AI has evolved from intent-based systems into enterprise-scale AI agents handling millions of customer interactions. PolyAI began as a research-led spinout from...
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Most AI projects fail. Here's how to pick the ones that don't with Thomas Schaefer, Uniphore
Enterprise AI projects fail more often than they succeed. The MIT figure Thomas Schaefer cites puts that at 95%. The reasons are rarely the model. They are the architecture beneath it, the data that feeds it, and the use case selection that determines whether any of it was worth starting. Thomas...
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The headless AI enterprise is coming | Are you ready?
In this episode, we explore the concept of the "headless enterprise," where AI agents interact with the external world without traditional user interfaces. This discussion delves into the future of ai and its implications for enterprise automation. We consider how such ai technology could drive...
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Building enterprise AI agents in hours with Merlin Bise, CTO at Inbenta
Enterprise AI tools can spin up a prototype in an hour. Getting that prototype to production with the accuracy, security, and scale a real business needs still takes months for most companies. Inbenta says its new Encore platform closes that gap in days or even hours. Merlin Bise, CTO at Inbenta,...
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Where generative AI earns its place in fintech. Lessons from Jaja Finance with Adrian Matei
Most teams are still asking where to use AI. The better question is where not to. In this episode, Adrian Matei, Product Manager from Jaja Finance, breaks down what actually happens when generative AI meets real users and real constraints. The result is far less hype, far more discipline, and a...
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A pulse check on conversational AI in 2026
We hit the floor at the European Chatbot and Conversational AI Summit in Edinburgh with a mic and a simple rule: answer a question, then leave one for the next person. What unfolds is a chain of questions and answers from practitioners at Lebara, Lloyds Banking Group, Uber, ElevenLabs, Carrefour,...
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Your contact centre is sitting on a goldmine of customer insight with Shane Lynn, EdgeTier
Most companies sit on a goldmine of customer insight and do almost nothing with it. Every conversation holds signals about frustration, churn risk, and broken experiences, yet extracting that value can be a slow and manual effort. In this episode, Shane Lynn, CEO and Co-Founder of EdgeTier…
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Testing for trust in the age of AI agents with Amitha Pulijala and Christoph Börner, Cyara
How do you test something that can behave differently every single time? In this episode, we speak with Amitha Pulijala, Chief Product Officer, and Christoph Börner, VP of Engineering, both at Cyara, about one of the most pressing challenges in conversational AI today. The shift from…
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The realities of deploying generative AI in customer support with Alia Azim, Citation Group
Generative AI is changing how customer support chatbots are built, deployed and measured. In this episode, we sit down with Alia Azim, Product Lead for Chatbots at Citation Group, to discuss the company’s shift from traditional NLU chatbots to generative AI conversational agents. Alia brings a...
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AI agents with salaries: Inside the “Cloud Employee” model with Gabe Larsen, Atonom
What happens when AI stops being treated like a tool and starts being hired like an employee? In this episode, we sit down with Gabe Larsen, Chief Revenue Officer at Atonom (formerly known as Signals), to explore a bold reframing of AI agents as “cloud employees” hired on salary to perform…
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The evolution of conversation design in the age of gen AI with Georgios Tserdanelis, JPMorganChase
Generative AI has changed how conversations are built and experienced. Georgios Tserdanelis, VP of Conversation Design at JPMorganChase, draws on 15 years of designing voice and chat systems to explain what still holds up, what breaks and why conversation design matters more than ever. Georgios...
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Automating customer service across 170 countries with HBX Group
HBX Group sits in the middle of one of the most complex customer service chains in travel. A single issue can span a traveller, a travel agent, a global booking platform and a hotel on the other side of the world. In this episode, we explore how HBX Group is leveraging artificial intelligence to...
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Designing conversational AI that works with Anne Cantera of Optimum
From IVRs to multimodal AI experiences, the hardest problems are rarely technical. In this episode, we dive into the evolving landscape of conversational AI and enterprise automation with Anne Cantera, Senior Product Designer at Optimum. With extensive experience in transforming traditional IVR...
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The AI talent war with Chris Morrow, Founder of Digitalent
AI has moved from pilot projects to boardroom urgency. Companies feel the pressure to act, hire, and keep up. Many start with tools or chase a single unicorn hire. Chris Morrow, Founder of Digitalent, explains why this approach fails and why the real battle is for people who can drive...
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The AI-driven evolution of the in-car experience with BalaKrishna Kolluru, Senior Director of AI at Cerence AI
Cars are becoming one of the most competitive frontiers in AI, and most people don’t realise how complex it really is. In this episode, we’re joined by BalaKrishna Kolluru, Senior Director of AI at Cerence, the company powering conversational AI in over 500 million vehicles worldwide. With over…
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Why AI is the future of customer service with Fergal Reid, Chief AI Officer at Intercom
What does it really take to build AI that can resolve customer support at scale reliably, safely, and with measurable business impact? We explore how Intercom has evolved from a traditional customer support platform into an AI-first company, with its AI assistant, Fin, now resolving 65% of…
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How AI is rewriting the business automation playbook with Joe Kim, CEO of DRUID AI
In this episode, Joe Kim, the new CEO of DRUID AI, unpacks what might be the biggest shift in technology since the internet. We discuss the evolving landscape of artificial intelligence and its growing impact on businesses. Joe, who has been in his role for 70 days, brings fresh perspectives on…
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What is agentic AI? Inside Teneo’s real-world automation approach with Anne Jenkins
Everyone's slapping 'agentic' on their AI products, but what does that even mean? Anne Jenkins, Vice President of Solution Architecture at Teneo, helps us separate substance from buzzwords. In this episode, Anne shares her expertise on agentic AI and the evolution of conversational AI…
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15 million chats per year: Lessons in AI-driven customer conversations from Lloyds Banking Group with Cainan Wright and John Young
Once switched off during busy periods, Lloyds Banking Group’s chatbot now handles more than 15 million conversations a year. Learn what it really takes to build AI solutions that customers trust with their money. We sit down with Cainan Wright, Senior Product Owner, and John Young, AI Lead -...
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Mastering context engineering in conversational AI with Martin Cross, Connect
In this episode, we dive into the art and science of context engineering with Martin Cross, President of Connect, a company that empowers enterprises to transform through the use of AI and automation. Martin shares how most businesses still approach AI with a technology-first mindset, deploying...
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Making human-like voice AI accessible and affordable with NLX and Inworld
Voice AI is having a breakthrough moment. With large language models delivering unprecedented understanding and next-gen text-to-speech achieving near-human fidelity, the possibilities for immersive, scalable, and personalised customer experiences are greater than ever. We’re joined by Andrei...
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AI, empathy, and the future of work with Ian Jacobs, Opus Research
What happens when one of the world’s leading analysts on customer service and conversational technologies sits down to unpack the future of AI? We explore the profound implications of AI adoption with Ian Jacobs, VP, Lead Analyst at Opus Research. We discuss how AI is transforming contact centres...
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Expert analysis of the best AI platforms in 2025
Gartner's Magic Quadrant for Conversational AI platforms is back in 2025! This is a must-watch for CX leaders seeking to make informed decisions about their AI tech stack. Here, we provide deep technology market analysis for artificial intelligence in customer experience. Whether you're looking…
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Machines that talk: How Toyota drives innovation in manufacturing with Kordel France
As one of the world’s largest car manufacturers, Toyota is giving its machines a voice using AI as a trusted partner to transform how cars are built and serviced. In this episode, we speak with Kordel France, Principal AI Engineer & AI Architect at Toyota, to uncover how artificial intelligence…
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NiCE & Cognigy: The AI arms race in CX has begun
The AI arms race in customer experience just got serious. We’re joined by industry legends Nerys Corfield (Injection Consulting), Jon Arnold (J Arnold & Associates), and Henry Iversen (boost.ai) to unpack one of the biggest AI moves in recent memory: NiCE’s $955M acquisition of Cognigy. We break...
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Inside the analyst’s mind: How AI is reshaping enterprise communications with Jon Arnold
From the hype cycle around AI to the real-world constraints enterprises face when adopting new tech, we explore the opportunities shaping the future of business communications in this episode. We’re joined by Jon Arnold, an independent tech analyst, for a conversation about the shifting landscape...
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Inside the AI copilot revolution that saved Essent €1.8M with Kellin Sjoerds and Ricky Rekkers
In this episode of VUX World, we chat with Kellin Sjoerds and Ricky Wekker, Conversational AI Engineers at Essent - the Netherlands’ largest utility provider and part of the E.ON Group to uncover the story behind their groundbreaking agent assist tool, Bolt. Bolt is an AI-powered agent copilot…
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From IVR to AI: The future of voice testing in contact centres with Satish Barot, Klearcom
As generative AI redefines the contact centre, ensuring consistent performance across complex telephony networks becomes mission-critical. In this episode, we speak with Satish Barot, CTO at Klearcom, about the evolution of contact centre technology and the critical role of quality assurance in…
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The enterprise AI evolution nobody’s talking about with Merlin Bise, Inbenta
74% of CEOs think their jobs are on the line because of AI. Not because AI might replace them, but because failing to implement it successfully could cost them everything. Merlin Bise, CTO of Inbenta and former Head of Technology at a firm acquired by the London Stock Exchange, joins us to share...
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Gaining clarity in conversational AI live from Boost Camp
In this special episode, recorded live at Boost Camp, we have three industry leaders who are shaping the future of conversational AI: Ben Maxim, CTO at Michigan State University Federal Credit Union (MSUFCU), Åse Marthinsen, who leads generative AI at Norway’s largest bank, DNB and Nick Mitchell,...
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How True Classic tailored AI for customer experience with Jordan Gesky
In this episode, we explore how True Classic, a men's apparel brand, is leveraging AI to transform its customer support with Jordan Gesky, Senior Customer Experience Manager. We look at True Classic’s journey from rule-based automation to generative AI across multiple channels. Jordan talks about...
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AI vs BPO: Foundever's transformative journey with Guillaume Laporte
In this episode, we talk to Guillaume Laporte, Chief AI Officer at Foundever - a $4 billion BPO giant with 150,000 employees worldwide. Guillaume explains the massive impact of generative AI on the BPO industry, why it’s the biggest threat and the biggest opportunity for contact centres today.…
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Designing for generative AI: The UX evolution at Prudential with Alex Shin
Generative AI has changed everything - from how we build to how we design. In this episode, we’re joined by Alex Shin, Senior Product Designer at Prudential Financial, to talk about how UX is evolving in the age of LLMs. Alex shares his journey from studying Social Policy to UX and conversation...
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The mid-market’s AI agent advantage with Braden Ream, Voiceflow
What if the most exciting AI agent innovation isn’t happening in the enterprise, but in the mid-market? In this episode, we unpack Voiceflow’s explosive growth, the shift from flowcharts to frameworks, and why success today isn’t about having the smartest model, but about how you deploy it. We...
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ABOUT THIS SHOW
Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.
We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.
“One of the most consistently insightful and deeply respected podcasts in the industry”
Bradley Metrock, Score Publishing
Hosted on Acast. See acast.com/privacy for more information.
HOSTED BY
Kane Simms
CATEGORIES
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Frequently Asked Questions
How many episodes does VUX World have?
VUX World currently has 376 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is VUX World about?
Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more. We educate business leaders and teams on why and how AI...
How often does VUX World release new episodes?
VUX World publishes regularly with 376 episodes available. Check the episode list for the typical release schedule.
Where can I listen to VUX World?
You can listen to VUX World on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts VUX World?
VUX World is created and hosted by Kane Simms.
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